Wireless Caller Identification via SMS Pre-Call Data Retrieval
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current communications systems in call centers face challenges in quickly identifying wireless callers without lengthy pre-connect interactions, especially when caller ID is blocked or virtual, leading to inefficiencies in routing calls and providing customer service.
Innovation Solution
A system comprising a telephone switch, messaging server, and software routine that identifies wireless callers and retrieves their data using automated messages like SMS, e-mail, or SIP, allowing for efficient data transfer and routing without requiring extensive IVR interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If IVR technology is used to interact with wireless callers, then caller identification can be obtained, but the interaction time increases significantly
Solution Approach 1:
The system performs preliminary actions by automatically sending SMS messages to wireless callers before the actual call connection is established. This allows caller identification data to be retrieved in advance, so when the call connects, the agent already has the caller's information displayed, eliminating the need for time-consuming IVR interactions during the call.
Solution Approach 2:
The patent introduces an intermediary mechanism using SMS messages as a mediator between the wireless caller and the communications center. Instead of directly interacting with the caller through IVR during the call, the system uses SMS as an intermediate channel to transfer identification data, thereby reducing the interaction time during the actual voice call.
2Loss of information
If standard caller ID techniques are used, then caller identification is obtained, but they fail when caller ID is blocked or virtual
Solution Approach 1:
The system uses SMS messages as an intermediary channel to obtain caller identification information from wireless callers whose standard caller ID is blocked or virtual. The SMS message contains the caller's identification data, providing a reliable alternative method that works regardless of whether the standard caller ID is blocked, virtual, or incomplete.
Solution Approach 2:
The patent changes the parameter of information transmission by switching from traditional voice-based IVR interaction to text-based SMS messaging. This parameter change allows the system to reliably identify callers even when voice-based identification methods fail due to blocked or virtual caller IDs.
3Loss of information
If data transfer is performed sequentially after call connection, then data can be transferred, but the call routing efficiency decreases
Solution Approach 1:
The system performs data transfer as a preliminary action by sending SMS messages containing caller identification data before the voice call connection is established. This allows the data transfer to occur in parallel with the call routing process, so that when the call connects, both the voice signal and the data are already ready, thereby maintaining high call routing efficiency without compromising data transfer completeness.
Data Source
AI summary
A system for identifying and interacting with callers has: a telephone switch for receiving and distributing incoming calls; a messaging server for sending or receiving messages and attachments; and, a software routine for identifying wireless callers and for matching them to messages in the messaging server. The system is characterized in that upon receiving a call the system attempts to identify the call to a caller and of the caller is not already known in the system or identified an automated message is generated and sent to the caller asking for the desired information. In one embodiment the caller sends a message when the call is placed to optimize identification.